Pay a bill with a credit on a different account#

[Rocky3]

I am closing my business and proactively scheduled a termination of business phone. No problem and even got an email to confirm the scheduled termination.

Two days later a Telus employee terminated the service 2 months early. A quick phone call with a smart tech support saw the problem and overnight the phone was alive again.

Next I get a credit invoice as the cancellation occurred mid month of a paid month. Some of you only wish it goes so smoothly. So I now see a credit and have an active phone line. That was a month ago.

Yesterday I receive a paper bill (I opted for paperless bills btw) for same phone with a new Telus account number. There is no connection to the old account number which is also active with a credit which now includes my current month payment. One credit, one owing. 

How do I get the credit to pay the debit? June 14th is termination day, wonder if that is still an event, we shall see.

 @TELUS_Support online answer only please. no PM.

[TELUS_Support]

Hi @Rocky3  - We are unable to provide support for this scenario. Not having dealt with the account ourselves we would not be able to give you an immediate answer.

Secondly, we are not able to discuss private information in a public forum. We respect your wish to not send a PM but the only other alternative is to call in and get the team to help provide an answer/solution.

Please let us know if there's anything else we can help with

[Rocky3]

The problem here is that there is a problem with off sourcing Telus work. 

I posted this the same day I filed a complaint with Telus. I do not want a PM because I do not want my personal info connected to my online info.

[Rocky3]

Today I received a reply to my case. It appears that the party replying is looking at data from one month ago and not current info. I can tell as the amount of credit mentioned is one month old. I replied again showing the current info for the balances in the two accounts.

The suggested solution offered was to transfer the credit to the new account number because the old account cancelled by Telus cannot be reinstated. Yet the old account accepted the current months auto payment.

Great, except this phone line is scheduled (I think) to terminate as per the confirmation email. But the confirmation is for the account that is already terminated, not the newly created account. 

I said suggested as hey, why not go ahead and do that if the old account is dead.

[TELUS_Support]

Thanks for the update on this issue Rocky3, sadly we can't comment or help since we do not have access to your account to review the notes, thanks for your understanding.